Senior Technical Expert

10 hours ago

Pasig, National Capital Region, Philippines beBeeSupport Full time $57,000 - $87,000

We are seeking an experienced Technical Support Analyst to join our team of diverse and talented technical support crew. You will have the opportunity to explore emerging technologies in the high-demand Crypto/Blockchain industry, influence our ways of working within a collaborative environment, and continuously learn from our existing team of experts.

This is an exciting opportunity for those passionate about creating seamless support experiences for global communities. As a Senior Support Specialist you will be responsible for managing user inquiries on all platforms, including Discord, Email, Zendesk, and Reddit, using available information.

Key Responsibilities
  • Manage ticketed query systems ensuring comprehensive databases of queries and resolutions are kept up-to-date.
  • Serve as an escalation point for community/customer experience in high-touch escalations and platform incidents.
  • Exercise critical thinking skills by establishing root causes of application errors and escalating concerns to higher-tier support groups.

As an expert in your field, you will contribute to continuously improving team tools and processes by performing analyses on software application functionality and suggesting enhancements.

The ideal candidate should possess:

  • Motivation by our mission and a passion for creating seamless support experiences for global communities.
  • Curiosity, proactivity, and self-motivation, with a lifelong desire to learn and work with emerging technologies.
  • At least 3 years of relevant experience in incident management, technical support, and System Administration.
  • Knowledge of UNIX/Linux commands and functions.
  • Experience supporting highly automated and dynamic cloud environments.
  • Demonstrated experience with end-to-end platform incident management using Zendesk or similar platforms.
  • Exceptional communication skills for effective operation across multiple departments and stakeholders.

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